VMware Academy is a global development program that is designed to fast track new graduates from in-depth training into successful careers within the Worldwide Sales and Services organization.
As a part of VMware Academy, you will begin your journey by being immersed in several weeks of collaborative training known as Foundation (classroom) at a designated VMware location.
Upon completion of Foundation training, you will return to your home office and move into your role which will include on-the-job training.
During this time, you will continue to develop your skills and product knowledge while creating meaningful mentor relationships that will ignite your career.
With continued development, manager support, and ongoing mentorships, your growth is limitless. We look forward to seeing you in Worldwide Sales and Services.
VMware is a global leader in cloud infrastructure and business mobility. VMware accelerates customers’ digital transformation journey by enabling enterprises to master a software-defined approach to business and IT.
With VMware solutions, organizations are building extraordinary experiences by mobilizing everything. Our customers are responding faster to opportunities with modern data and apps hosted across hybrid clouds, and safeguarding customer trust with a defense-in-depth approach to cybersecurity.
At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you’ve always dreamed about? Dare to explore at .
VMware offers cutting-edge cloud infrastructure and security services to companies of all shapes and sizes. Our world is all about technology, and that world is growing because the imagination, ingenuity and talent of our teams knows no bounds.
We believe that creativity sparks innovation and inspires our employees to think of VMware differently and change the world around them.
Expected to start by July 2020 or as needed by Business Unit
Job Role and Responsibilities
This position reports to IB Services Expert Team Global Operational Manager(s). She / he understands complex processes, programs and policies;
understands how to read legal documents and analyze Agreements and Amendments, applying knowledge and experience to meet SLAs while exceeding Customer and Partner’s expectations;
has appropriate computer skills and knowledge to manipulate our proprietary databases and communicates to internal business partners.
Finally, applies Customer service skills to maximize satisfaction, understands business metrics and accurately reports relevant data and concerns, escalating to management as appropriate.
This position will have the main responsibility to provide accurate and on time delivery of the assigned work with regards to ELA quotes, customer service and overall Deal Desk support responsibilities.
This position will include the following responsibilities :
Management of renewal case requests in CRM
Efficient preparation and processing of ELA Quotations in collaboration with account manager, with specific focus on : Tracking and maintenance of Enterprise License Agreements (ELAs) in support of quote creation and deliveryIdentification of Entitlement Account number(s) for inclusion in the creation element of an ELAReconciliation of completed Installed Base (IB) report to Customer RecordsLiaison with various internal teams to ensure efficient processing and approval of quoteAnalysis & identification of potential Installed Base mismatchesParticipation on Corporate and local projects as necessaryDeal Operations query management
Delivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)
Escalation and remediation of data challenges with data integrity teams that impact the quoting process.
Inquiry and ticket management resolution based on sales operations, sales or channel service requests
Availability to work extended shift during quarter end.
Support the lead in reporting activities and status requests on the deals
Participate actively in providing inputs on areas of improvement and enhancements in the process
Being involved in testing phase when new releases are rolled out
Involved in interacting with cross functional counterparts and business owners through calls, meetings to provide inputs from processes and business standpoints
Being involved in the documentation efforts of the process
Play a key role in the quality check process and training of new hires
BA or BS degree in a relevant field of study
Sales lifecycle & CRM systems (Oracle, Salesforce.com, SAP, etc.)
Experience with managing and resolving renewals data challenges
Problem solver with strong communication skills Oracle Service Contracts & Quoting is a plus
Team work and collaboration. A team player with the ability to work in a high-energy sales operations team environment with a desire to work with others for broader success.
Analytical skills with strong attention to detail
English Level above 90% both Oral and Written.
Great interpersonal skills
Strong Customer Service Experience
Ability to work in a self-directed team environment
Ability to prioritize and perform multiple tasks with minimal direction
Research and initiative skills
Ability to set realistic expectations and timelines meets required deadlines and timelines
Ability to research and resolve complex issues
Establishes and maintains cooperative and productive work relationships
Acts as team member by providing information, analysis and recommendations in support of team efforts
Ability to work closely with the deal desk team and other business partners like corporate systems ops and finance, to ensure accurate quotes and contracts are quoted and booked
Background in Sales operations, Marketing, Sales / Customer support or similar function within IT / Multinational Environment
Positive and energetic phone skills, excellent listening skills, strong writing skills
Open to change and flexibility in role as business needs vary and role evolves
Proficient with standard corporate productivity tools (email, voicemail, MS Office especially Excel), advanced Excel a distinct advantage.
Comfortable in customer facing role
Sales training, Salesforce.com and Installed Base
Knowledge in EBS Oracle SFDC and / or SAP
Proven Knowledge analyzing data
This job opportunity is not eligible for employment-based immigration sponsorship by VMware.
VMware Company Overview : VMware, we believe that software has the power to unlock new opportunities for people and our planet.
We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.
At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community.